AxisPhone: Quality/Control/Day 2/CX - AnalystINTERNAL USAGE:No. of Vacancies: Reports to:AxisPhone: Call Quality LeadIs a Team leader?NoTeam Size: Grade:Manager/Senior ManagerBusiness:Retail OperationsDepartment:�Axis PhoneSub-Department:Axis PhoneLocation:Mumbai/GurugramAbout Axis Phones
Axis Phones engages with Axis Banks customers and prospects, virtually, through the inbound contact center to provide a seamless experience to customers while fulfilling their service requirements and using the chance to provide financial solutions via cross-sell and upsell. Supports sales and operations teams in the day-to-day improvement of transactions and its quality via employee engagement and coaching activities. Keeps a check on any malpractices and defines actions basis severity of incidents. The overall objective is to improve customer engagement leading to superior customer experience with improved productivity and sales effectiveness.

About the Role � Key Responsibilities
- Living by Axis values of customer centricity, teamwork, ownership,



ethics and transparency each day & demonstrate superlative client obsession in every task assigned,
- Monitoring and evaluating customer service calls, chats, and emails handled by representatives across service queries, transactions, requests and complaints - ensuring conformance to SOP and being able to identify gaps and provide inputs to the Training team,
- Providing constructive feedback to representatives and engaging in coaching front-end teams to improve their customer service,
- Analyzing trends in evaluation, reviewing data, conducting root cause analysis on Quality, Defects & Complaints to identify opportunities for improvement in the bank�s customer service operations,
- Collaborating with other departments to ensure that customer service standards are met,
- Keeping up to date with changes in the bank�s products, services and policies to ensure that evaluations are accurate and relevant,
- Ensuring audit readiness at

📌 AxisPhone:Quality/Control/Day 2/Cx (Chennai)
🏢 Axis Bank
📍 Chennai